Webinar: How Club Quarters Hotels Increased NPS by Over 25%

Listening to guest feedback? If you’re not, guest reviews and any chance of building loyalty will suffer. Hotels looking to increase NPS scores and affect online reviews need to engage guests the moment they’ve booked, initiating a guest journey that feels meaningful and helps foster a long-lasting connection with your brand.

Club Quarters Hotels introduced Medallia Zingle and Medallia Go across 16 properties in the United States and the United Kingdom prior to the global pandemic. And, as soon as Covid-19 hit, Medallia Zingle turned into an indispensable asset for every property to go contactless, protect staff and guests, and continue delivering the best guest experience.

Even as safety restrictions loosen, Club Quarters still relies on automated Zings to send a pre-arrival message that includes check-in time, an opportunity to share special requests, and any other guest-specific information that may serve useful. Club Quarters continues to interact with guests throughout their stay using Medallia Zingle, too. It ensures that guests’ questions are answered promptly without needing to call or visit the front desk.

Medallia Go, meanwhile, collects feedback to drive decision-making for Club Quarters and all properties. Club Quarters uses built-in industry benchmarking to remain ahead of the competition. The staff at Club Quarters’ properties are now able to increase bookings, and bolster revenue per average available room (RevPAR).

With Medallia Zingle and Medallia Go, Club Quarters significantly improved operations:

  • 30 to 40% of occupied rooms engage with a Club Quarters property via text, reducing stress at the front desk
  • 14 automated Zings to interact with guests — pre-arrival welcome message with personalization, check-in/out information, WiFi assistance, and more
  • Over 25% increase in Net Promoter Score (NPS)

Travel is returning, and Club Quarters has positioned itself to withstand a high volume of guests as limited staff remains a hurdle throughout the hospitality industry.

They’ve accomplished this by leveraging Medallia Zingle to automate key interactions with guests — not just to respond quickly, but more importantly to respond efficiently. While doing more with less, Club Quarters wins loyalty with guests ranging from business travelers and urban explorers to families and international travelers exploring a new part of the world for the first time.

In this webinar, Club Quarters joins us for an in-depth discussion that covers its use of Medallia Zingle and Medallia Go to empower staff and deliver the best possible guest experience across domestic and international properties.

Barry Goldstein, Chief Commercial & Marketing Officer at Club Quarters, sits down with Medallia’s Allison Carey and reveals what this full-service hotel brand accomplishes with our platform in order to gain actionable guest experience insights and maintain personalized connections in the moment. Once the conversation concludes, you’ll get to see a live demo of Medallia Zingle and Medallia Go in action. So watch the entire webinar to learn not only how Club Quarters succeeds with our platform, but also how your hotel can do exactly the same.

Complete our form below to watch Staying Engaged: How Club Quarters Achieves the Best Guest Experience.

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